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FAQ

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FAQ

My order


Why haven’t I received an email acknowledgement of my order?
First check your email Spam/Junk file. Secondly, if you registered online, check your email address is correct in your ‘Account’ section on the website. If you are still unable to locate the email then please contact us and we will be able to check for you

Can I cancel my order?
Yes. If you wish to cancel a pending order, please contact us as soon as possible. Please note: you may still see a pending payment after the cancellation, although this will be removed from your statement a couple of days after the cancellation takes place. If however, your order has already been dispatched you will have to return the parcel to us for a refund.

Can I amend my order after placing it?
Yes you can! Although, it does depend if the item has been dispatched. If you wish to amend any part of your order e.g. size/colour then please contact us as soon as possible. Please note: this may cause a delay in delivery dependant on the order status.

Payment


Have I been charged twice?
We only take payment at the point of dispatch. However, at the time of placing your order the bank will ‘reserve’ (pre-authorise) the total order value amount against your card. Once your order has been dispatched the bank with fully authorise the transaction taking the payment from your account. This is not a duplicate charge. If you are still unsure, please contact us.

Delivery of my items


Who will be delivering my parcel?
All orders despatched whether national or international are sent with the Royal Mail.

Who delivers my parcel if being sent to an international address?
All international deliveries go out from the UK via the Royal Mail and then delivered to you by your National Postal Carrier.

What happens to my parcel if I'm out while it's delivered?
In the event that no-one is available to accept the order at the delivery address, Royal Mail will leave a card at your delivery address notifying you of the location of your order and how you can schedule a re-delivery or pick it up from your local depot.

Can I have my delivery delivered to a designated ‘Safe Place’ or to a neighbour?
Yes, This option is given at checkout

Exchanges and returns


We hope you will be completely satisfied with any product purchased from Trek Outdoors, but if you wish to return an item to us, we aim to make it as quick and convenient as possible. Under distance selling regulations you may cancel your order by returning any item up to 7 days from the day after delivery however we extend this for your convenience so any item may be returned for any reason within 60 days from the date of despatch for a full refund, as long as it remains unused and in as new condition with all packaging and labels intact.

All goods should be returned via a Recorded Mail service to the following address:

Trek Outdoors
7 Brewhouse Lane
Rowsham
Buckinghamshire
HP22 4QT
United Kingdom


Please be aware that return postage fees cannot be refunded unless the reason for the return of the goods was due to an error made by us. If the error is ours we will then refund postage costs up to a maximum of the postage price you originally paid on your order. Refunds will be processed within 48 hours of receiving your goods back at Trek Outdoors.  Refunds will be processed back to the account that originally paid for the order.  If you paid by credit/debit card this can take up to 10 working days to appear in your account.  Paypal refunds appear on the same day.  Once a refund is processed you are automatically informed via email.